I visited the Samsung store in Mall of the Emirates to repair my phone. There is an etisalat counter at the store, where the salesperson approached me with a free Sim card offer. He informed me that the first month would be free and I would get free minutes worth Dh50 and a data package. The following month, I would have to pay for my usage. I asked him, if I don’t use the Sim card, what will happen? He said it would get cancelled. I accepted the offer and he took pictures of my Emirates ID and credit card and uploaded the information online and asked me to sign it as well.

Later, I received an email from etisalat that my e-bill was due for the period of July 1 to 31, 2017, which was Dh6.451. I called the etisalat toll-free number and informed them that the Sim card was free. How then, was I being charged when I have not used the Sim card at all?

The representative asked me to visit their branch. I visited their Ibn Battuta Mall branch on August 9 and registered a complaint. The person who took my complaint down informed me that many agents try to sell Sim cards for commissions. My complaint was registered and the agent told me that I would get a callback from etisalat.

I then received a call from 101 and told the customer care executive about the offer that I was given but he simply was not interested in listening to me and said repeatedly that I had signed a contract. I asked him then, if I could cancel the Sim card. He informed me that as per the contract, I have to use the Sim card for a minimum of six months and pay Dh50 each month. If I want to cancel the Sim card immediately, I have to pay Dh350. I mentioned to him that I did not expect this from etisalat. I would like them to take up the matter appropriately and refund the amount spent and cancel the Sim card.

From Mr Bijoy Mathews

Dubai

The management of etisalat responds:

The case was handled and is pending with the customer as he will visit us to solve his issue.

Mr Mathews responds:

I would like to inform Gulf News that yesterday, the Sim card was cancelled and I got back the amount I paid. The matter is settled now. Thank you once again for taking up this matter and for helping me cancel the Sim card.

(Process initiation: September 4. Response from organisation: September 7. Process completion: September 12)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.